The new book is out!  Pick it up here!

You need that amplification

I wrote a while back about questions raised concerning wide ranges in top-level NPS or C-SAT scores, even for Customers who may have had the same experience.  The point I called out there was mostly an indictment of the use of NPS or C-SAT in the first place.  These metrics allow for way too much [...]

By |2022-06-07T17:47:03+00:00June 7th, 2022|Consulting, CX Strategy, CX Thoughts, Measures & Metrics|Comments Off on You need that amplification

So why did you ask?

A while back, one of my service providers sent me an invitation to fill out a survey.  As I’ve stated before, sometimes CX people can be the best or the worst when it comes to such things.  I will usually only fill out a survey when I know that I have something positive to say [...]

By |2022-05-25T13:48:01+00:00May 25th, 2022|Consulting, CX Culture, CX Strategy, CX Thoughts, VoC|Comments Off on So why did you ask?

Don’t leave that seat empty

There’s an old anecdote that’s probably apocryphal—at least for some brands that like to tout it—that certain Customer-centric companies are “so dedicated” to their Customers that they leave an empty chair at the table in the meeting room where their leadership gets together that is ostensibly to signify where the Customer would be sitting….i.e., their [...]

By |2022-05-03T14:49:56+00:00May 3rd, 2022|Consulting, CX Culture, CX Jobs, CX Strategy, CX Thoughts, Leadership|Comments Off on Don’t leave that seat empty

Three important words

I wrote a while back about how a big-box home improvement retailer made it less convenient for military folks to receive their in-store discount, while saying the purpose was to make it more so for us.  My original comment was that, gee, it’s interesting, it seems, that every hassle I go through somehow or another [...]

By |2022-03-23T15:25:36+00:00March 23rd, 2022|Consulting, CX Culture, CX Strategy, CX Thoughts, Process Engineering|Comments Off on Three important words

Are we speaking our Customers’ language?

I was in the post office the other day and experienced a perfect example of how we often miss the mark when it comes to communicating with our Customers.  The guy in front of me was shipping some big box, and as the clerk was measuring its linear inches, she asked, “would you like to [...]

By |2022-02-23T16:31:26+00:00February 23rd, 2022|Consulting, CX Strategy, CX Thoughts|Comments Off on Are we speaking our Customers’ language?

Channels, again

We recently swapped service providers here at home for one of our communication services.  The entire experience was a headache and we almost immediately regretted making the switch from our previous provider.  What was so frustrating was that, no matter where we went to look for help, be it in a physical store, online, in the [...]

By |2022-02-16T16:09:12+00:00February 16th, 2022|Consulting, CX Strategy, CX Thoughts|Comments Off on Channels, again

Some words about Brand Promise

If you follow my ramblings, you’re aware that I approach CX differently.  Rather than promising higher revenue, sales, and market share (at least, rather than promising it directly), my philosophy about Customer Experience is that it should be founded explicitly on your Brand Promise, and its goal should be eliminating the gaps that exist between [...]

By |2022-02-09T16:09:20+00:00February 9th, 2022|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on Some words about Brand Promise

The 30-50-20 Rule

A potential client contacted me a while back and was inquiring about my framework (well, thanks for asking, of course, you can check it out in my new book!).  If you’ve read much of my stuff, you may know that, once you ground your CX strategy in your Brand Promise, the three moving operational parts [...]

By |2022-01-26T16:02:05+00:00January 26th, 2022|Consulting, CX Strategy, CX Thoughts|Comments Off on The 30-50-20 Rule

When Customer Support is the only number Part II

Last week I wrote about an interaction I had with a large well-known brand that provides services for homeowners.  It was a cautionary tale about how challenging it is to actually communicate with some brands. A brief overview of that instance:  At home, we had a service provider with which we’d had a pretty mundane [...]

By |2022-01-19T16:46:46+00:00January 19th, 2022|Consulting, CX Culture, CX Strategy, CX Thoughts|Comments Off on When Customer Support is the only number Part II
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